The Master's Thesis engages the processes of education, hiring, choice and adaptation of new employees in a middle size company. Human resources activities, which are necessary for the practical part, are introduced in theoretical part of the thesis. Organisation, where has research been made is introduced in the practical part. Research has been made by a questionnaires, individual interview and mystery shopping. The methods of the mystery shopping and questionnaires were used twice in the thesis, once for research before the education project from EU funds and for second time after it. Main task to reach the goal of the thesis is the comparison of results from both researches. There is a recommendation for improvements of the education processes in the company. This recommendation should be a basement for set-up a new education system in the company.

The diploma thesis deals with quality of services in hotel industry and with the quality analyse in a five-star hotel in Prague. This analyse should provide data for the management of the hotel and should formulate how to improve the quality of current services a thus the guest satisfaction. The theoretical part deals with quality of services as an important part of management of accommodation facilities and also with the specifics of the hotel industry. The five-star hotel Praha was analysed. The pieces of information about the guest satisfaction which were provided by hotel questionnaire were used for this purpose. The reviews of the websites Tripadvisor.com, Booking.com and Expedia.com served as a next tool for this analyse. The measures which should contribute to the higher satisfaction with offered services were worked out on the basis of the data. The diploma thesis deals together with the questionnaire which serves as a source of information and tries to formulate the questions in order to maximize the benefit of the pieces of information.

Vivemos atualmente uma era de convergência de tecnologias, motivada por questões tanto econômicas como de caráter operacional, na qual os serviços de dados, voz e vídeo estão migrando rapidamente para uma plataforma IP. Particularmente considerando o paradigma da telefonia IP neste processo de convergência, ocorrem desafios tecnológicos, pois temos de um lado os usuários finais que já possuem uma referência sobre a qualidade da fala, fruto das décadas de uso do sistema telefônico tradicional, e na outra extremidade as operadoras de telecomunicações que em sua última milha dependem de redes estatísticas, sem mecanismos adequados para a garantia de QoS. Assim, se torna vital para o sucesso da operação a devida identificação das relações entre os diversos componentes existentes entre terminais e sua contribuição para a qualidade de fala, percebida pelo assinante, de forma a entregar um serviço com qualidade similar ao Sistema Telefônico Fixo Comutado. Neste contexto, este trabalho busca identificar por meio de técnicas de estatística multivariada uma correlação entre métricas objetivas de Qualidade de Serviços aplicáveis em redes IP e a qualidade subjetiva da fala predita pelo algoritmo Modelo-E definido na recomendação ITU-T G.107. Um método de coleta e análise estatística de informações foi desenvolvido para atingir o objetivo proposto. Para sua validação um ambiente de testes foi criado, dados de operação foram coletados e ferramentas computacionais foram aplicadas para o tratamento analítico e estatístico. Os resultados obtidos pelo método foram então aplicados em campo durante as etapas de testes e homologação de um PABX-IP-IMS desenvolvido para o mercado corporativo. A correlação entre os diversos fatores envolvidos, suas métricas e como todo este sistema impacta na qualidade relativa, percebida pelo usuário final permitirá aos provedores de serviços avaliarem quais as melhores estratégias a serem empregadas em seus segmentos de rede de forma a garantir a excelência no nível de serviço oferecido ao consumidor final. / We live now in an convergence of technologies era, driven by economic and operational issues, where the data services, voice and video are quickly moving to an IP platform. Particularly considering the paradigm of IP telephony in the process of convergence, there are technological challenges. We have subscribers who already have a reference about the quality of speech, derived from decades of using the traditional phone system. At the other end telecom operators that rely on statistical networks, with no possibility to guarantee QoS. So it becomes vital to the operations success the proper identification of the relationships between the various components between the terminals and their contribution to the speech quality perceived by the subscriber in order to deliver a quality service close to the PSTN. In this context, this study sought to identify a correlation between objective metrics for Quality of Service applicable to IP networks and subjective quality of speech predicted by the algorithm \"Model-E\" defined in ITU-T G.107 through multivariate statistical techniques. A method of collecting and analyzing statistical information was developed to achieve the proposed objective. To validate a test environment was created, operation data were collected and computational tools were applied to the analytical and statistical treatment. The results obtained by the method were then applied in the field during the stages of testing and approval of an IMS-IP-PBX designed for the corporate market. The correlation between the various factors involved, their metrics and how the whole system impacts on the quality perceived by end users will enable service providers to assess what the best strategies to use in their network segments to ensure an adequate level of service offered to consumers.

Quality of service (QoS) is an important consideration in networking, but it is also a significant challenge. Providing QoS guarantees becomes even more challenging when you add the complexities to the network like voice and video applications. This master's thesis focuses on QoS modeling and simulation in discrete event simulation system OMNeT++. The implementation of multiple techniques for QoS simulation is added to OMNeT++ within this work. All implemented modules are validated against the QoS tools on real routers. The last part of the work presents the possibility of QoS simulation in newly implemented modules.

The aim of this diploma thesis was to create an own DiffServ domain model, which is supplemented with stations generating various type of network traffic and implementation of token-bucket mechanism in router´s process model in Opnet Modeler simulation environment. DiffServ domain is made up from two edge and two core routers and includes servers and client stations generating VoIP, FTP, HTTP and database access traffic. It is described a process of distribution of traffic into different classes on edge routers of DiffServ domain along with assurance of separate handling with usage of an Assured Forwarding PHB mechanism. In point of differentiated packet processing is process model completed with generating of various statistics. The process of their creating is used to check a dropper activity, which is implemented together with token-bucket mechanism on ARP layer of the router. The functionality of the model is verified by simulation.

Information about the differentiated services (DiffServ), the link failure problems and the alternate routes in a DiffServ domain finding are the aims of the master´s thesis to be given. Properties of the differentiated services, the usage of marking techniques in the DiffServ domain are described in the thesis. The concept of the DiffServ domain, its structure and mostly used today routing protocol OSPF are described too. The function model of the DiffServ domain has been created in the simulation environment called Opnet Modeleler on the basis of the obtained knowledge. The link failure and the following link recovery have been simulated in the model and the effects have been analyzed after that.

Master 's thesis deals about computer networks, which constitutes a global communication structure and play a very important role in today's society. The rapid development of Internet, the emergence of new multimedia applications and their increasing use of calls to the efficient functioning of the creation of such governance mechanisms of transmission, which are able to secure the required parameters. The thesis deals about the issue of quality of service (QoS) in IP networks. It presents the basic characteristics and requirements of these networks for the transmission of sensitive data by the quality of services, deals with the QoS definition, and describes the essential parameters to be followed to achieve the required quality of service in practical deployment. In addition, lists the various principles and options to ensure QoS in computer networks. Generally, it represents the Cisco 1841 router features and options to ensure quality of service in the network based on these routers. Practical thesis part provides two types of model IP networks, which were designed in order to verify the impact of service quality in real practice. Of the known methods to ensure QoS, which include a mechanism of Integrated services, Differentiated services, it focus its content about the Differentiated Services and the implementation of these in proposed network model. The last part of the work presents the results obtained by the impact of quality of service for the applications and their assessment.

In the late 1980s and early 1990s few transportation agencies around the world considered performance-based specifications as an alternative to improve the efficiency of the services provided to the public. These initiatives are better known as Performance-Based Road Maintenance (PBRM). PBRM calls for performance-based work, in which a desired outcome is specified rather than a material or method. This type of specification promises to be an excellent tool to improve government efficiency in maintaining transportation networks; however, without proper monitoring, it could likely yield adverse outcomes. Since PBRM is relatively new, the availability of reliable and comprehensive sets of guidelines to evaluate the effectiveness and efficiency of this type of specifications in the roadway maintenance arena is limited. Transportation agencies currently rely on criteria and procedures they have had developed from their traditional methods used to evaluate performance. Unfortunately, some of these procedures cannot appropriately assess the benefits, if any, accrued by the government as a result of implementing performance-based specifications for the maintenance of the roadway system. This research presents the development of a framework for monitoring PBRM more comprehensively and accurately. The framework considers the assessment of five main areas -- Level of Service Effectiveness, Cost-Efficiency, Timeliness of Response, Safety Procedures, and Quality of Services -- in order to guarantee the comprehensiveness and reliability of the evaluation process. The major contribution of this framework is to provide transportation agencies with guidelines for evaluating the effectiveness and efficiency of PBRM as an alternative delivery method to maintain and preserve the roadway system. / Ph. D.

Composição de serviços é um tópico que tem atraído cada vez mais o interesse por parte de pesquisadores na área de sistemas distribuídos. Além disso, o interesse por ambientes baseados em nuvem tem crescido significativamente conforme o seu uso aumenta e se firma como um importante modelo de negócios. Coreografias são formas de composições de serviços em que não há pontos centrais de falha; a responsabilidade da sua execução é distribuída entre os vários serviços componentes. Devido à natureza distribuída do fluxo de informações e dados de controle, o cumprimento de \\textit{Service Level Agreements} (SLAs) depende estritamente do monitoramento da Qualidade de Serviços (QoS), recursos virtuais da nuvem e mecanismos de reconfiguração dinâmica, capazes de automaticamente adaptar composições a mudanças de estado no sistema. Nesta dissertação, abordamos o estudo do gerenciamento de QoS em coreografias de serviços. Para isso desenvolvemos um sistema de middleware capaz de implantar e gerenciar o QoS de composições. Este teve seu desempenho avaliado utilizando o serviço Amazon EC2. Os resultados da avaliação mostram que com pouco esforço por parte dos desenvolvedores de composições, é possível cumprir o SLA de composições dentro do esperado utilizando escalabilidade horizontal ou vertical provida pelo middleware automaticamente. Adicionalmente, a nossa proposta traz economias em relação ao custo de implantação pois diminui a quantidade de recursos subutilizados. / Service composition has been a hot topic that has attracted the interesting of researchers in the distributed system area. Moreover, the interesting in cloud computing based environment has grown significantly. Its use has grown and it became to be a important business model. Choreographies are an specific kind of service composition that has no single point of failure; the responsibility of execution is distributed among the services. Due to the distributed nature of the these systems, the fulfilment of Service Level Agreements (SLAs) depends strictly on and automatic way to monitoring Quality of Service (QoS) and virtual computional resources as well as dinamic reconfiguration mechanisms, to be capable of automatically adapting compositions to changing environment. In this work, we studied QoS management in service choreographies. In order, we devised a middleware system capable of deploy service compositions and manage QoS of them. The middleware was evaluated using the Amazon EC2 cloud provider. The results shows that with less effort from the composition providers, it is possible to fulfil SLAs using horizontal or vertical scalability provided by the middleware automatically. Additionaly, our proposal brings up a cost reduction of deploy by decreasing the amount of underused resources.

O setor de serviços, onde os bancos estão inseridos, se caracteriza pelo o uso intenso de recursos humanos, grande heterogeneidade de atividades e simultaneidade entre produção e consumo de produtos/serviços. Este contexto torna bastante complexo e desafiador a proposição de especificações de qualidade que contribuam com o aumento da satisfação e da lealdade dos clientes. Embasado em fundamentação teórica sobre os temas setor de serviços, qualidade, satisfação, imagem corporativa, lealdade e valores humanos, este trabalho se propôs a buscar uma melhor compreensão sobre como estes fatores atuam em uma agência bancária. O estudo foi executado em uma agência bancária de médio porte localizada na região metropolitana de São Paulo. Para cumprir com os objetivos de pesquisa foram realizadas entrevistas, observações durante o expediente bancário e pesquisa de campo com 202 clientes. A fase qualitativa, composta pelas entrevistas e pelas observações, foi transcrita e consolidada segundo a relevância das informações colhidas; na fase quantitativa, após a coleta de dados, foram realizadas análises estatísticas em contexto univariado, bivariado e multivariado por meio das técnicas de Análise fatorial, Análise de conglomerados, Análise de regressão logística e Modelagem de equações estruturais. Os resultados indicam que a qualidade funcional é o fator mais importante da qualidade na agência bancária objeto de estudo. O estudo demonstrou, também, que a capacidade de compreender as necessidades individuais, um relacionamento comercial pautado na transparência e na integridade e o valor humano de responsabilidade sócio-ambiental contribuem na diferenciação entre clientes leais e não leais a agência bancária em questão. O trabalho também indicou que há uma relação direta entre os construtos Lealdade, Qualidade, Satisfação e Valores humanos. / The service sector, in which banks have been inserted, is characterized by the intense use of human resources, heterogeneity and simultaneity of activities between production and consumption of products / services. This condition makes it quite complex and challenging proposing quality specifications that contributes to increase customer satisfaction and loyalty. Based in theoretical grounding on service\'s sector main themes, such as quality, satisfaction, loyalty, corporate image and human values issues, this study proposes to seek a better understanding of how these factors work in a bank. The study had been performed in a midsize bank agency located in the metropolitan region of São Paulo. To accomplish research goals, interviews, observations during business hours and fieldwork surveys were made with 202 clients. In the qualitative step, which is consisted by the interviews and observations, the information has been transcribed and consolidated according to relevance. In the quantitative step, after data collection, statistical analyzes were performed in univariate context, bivariate and multivariate analysis through factorial analysis techniques, cluster analysis, logistics regression analysis and structural equation modeling. The results suggests that functional quality is the most important factor in the quality of bank\'s agency object of study. The study also evidenced that the ability to understand individual needs, a business relationship built on transparency and integrity and the human value of social and environmental responsibility contributes in differentiating loyal and non-loyal agency\'s customers. The study also indicated that there is a direct relation between the Loyalty, Quality, Satisfaction and human values constructs.